Despite the fact that I haven't been on their metal in over 20 months, American Airlines CEO Don Carty sent me the following e-mail message:
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Dear David,
On behalf of the entire American Airlines family, I wanted to take a moment to express our deepest sympathies to the thousands affected by last week's tragic events. Our thoughts and prayers continue to be with each and every one of you.
-snip-
We thank you for your patience and understanding during this difficult time. And be assured, we will do everything in our power to make your travels as smooth as possible.
Sincerely,
Don Carty
Chairman and CEO
American Airlines
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America West Airlines sent me two letters. One from Doug Parker, Chairman President and CEO, and one from Joette Schmidt, Vice President, Customers:
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Dear Valued Customers:
As a result of the terrorist attacks last week, the U.S. airline industry
faces its toughest challenge ever. A complete shutdown of our nation's
airspace, followed by the re-initiation of service under heightened security
measures and the prospect of sharply reduced demand for air travel, has
every airline concerned about its future stability.
Effective Monday, Sept. 17, we are reducing our flight schedule by
approximately 20 percent based on available seat miles. This action is
particularly disheartening in light of the fact that our employees have
worked tirelessly over the past few days to restore our airline to normal
operating levels.
-snip-
...our goal is to continue to provide you with courteous
service and safe air transportation. Thank you for choosing America West.
Sincerely,
Doug Parker
************
Dear Valued Customer,
While the airline industry continues to feel the financial impact of our
nation's recent tragedies, America West Airlines wants to reassure you that
we will continue to fly a safe and reliable airline. In spite of the
tremendous fiscal impact this situation is having on our industry, customers
should not be concerned about booking their future travel plans with us.
-snip-
During this national crisis, America West, more than ever, thanks our
customers for their ongoing loyalty and support.
Sincerely,
Joette Schmidt
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Now this morning, I read that Mr. Carty is putting his money where his mouth is:
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American chairman gives up salary
By Nicole Maestri, CBS.MarketWatch.com
Last Update: 1:08 AM ET Sept. 25, 2001
NEW YORK (CBS.MW) -- American Airlines chairman Donald J. Carty said Monday that he has purchased 40,000 shares of his company's stock and will give up his salary for the remainder of the year, according to a report by the Associated Press.
CBS Marketwatch Story
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Continental Airlines has always been the first to jump to the media, telling us about it's many awards, it's customer satisfaction, it's superior service, it's unique placement within the industry. It's executives and Gordon Bethune specifically have always rushed to the media to brag, saying things like
we don't have to make more room in coach like our competitors just to get people to fly us , and
the fact that we are profitable and our competition is loosing money shows why we're vastly superior, and also publishing a book about how they turned around an airline.
Now that our country is trying to recover from a crisis, where is Gordon? Where are his words of encouragement? Where are his thanks to his customers? His only statements have been to threaten bankrupcy, tell us he's laying-off his people, and threaten a congressman.
I have had the opportunity to work in newsrooms during a few periods of national crisis. It is amazing to see the dynamics of this setting (and I'm sure any other vibrant office) and it's people as they react to stressors. People's true colors and qualities come out at times like this. Those that remain calm, cheerful, resolved and reliable when all around is in question represent the highest quality among men (and women). Those that fall apart do so dramaticatly and rapidly.
Apparently, bragging through good times was all Gordo was really capable of.
[This message has been edited by NJDavid (edited 09-25-2001).]